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Middle management's new role

Middle management's new role The last five years have seen an enormous growth in service training. Generally, organisations are buying short one or two day service orientation programmes. We have been asking organisations what these programmes achieve. Typically, we find that 20 of the participants become committed, 60 understand the content but only pay lip service to it, and 20 feel that while the programme was interesting and fun, it was really not relevant. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Middle management's new role

SEDDON, JOHN
Managing Service Quality , Volume 1 (2): 2 – Feb 1, 1991
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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/eb006134
Publisher site
See Article on Publisher Site

Abstract

The last five years have seen an enormous growth in service training. Generally, organisations are buying short one or two day service orientation programmes. We have been asking organisations what these programmes achieve. Typically, we find that 20 of the participants become committed, 60 understand the content but only pay lip service to it, and 20 feel that while the programme was interesting and fun, it was really not relevant.

Journal

Managing Service Quality – Emerald Publishing

Published: Feb 1, 1991

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